Effective Administrative Support

Contact Email Design Copyright 1994-2013 © OxfordCambridge.Org(This picture: Trinity College, Cambridge)Business Skills - Administrative Support
The Effective Administrative Support Professional

The Effective Administrative
Support Professional
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To introduce the reader or the learner on how
to be an Effective Administrative Support
Professional, in today’s business world.
Aim of publication:

Contact Email Design Copyright 1994-2013 © OxfordCambridge.OrgBusiness Skills - Administrative Support (This picture: Harcourt Hill, West Oxford)
The Effective Administrative Support Professional – Summary
☺ Today's office setting is high-tech and
fast-paced.
☺ Successful administrative support
professionals must keep up with the
requirements of the modern-day office
environment.
☺ That includes the skills and procedures
that will help them along the way.
☺ Administrative assistants might want to
brush up on office procedures and skills,
or others could want to prepare
themselves for a business environment.

The Effective Administrative Support Professional – Summary
☺ As administrative assistant you'll
experience the full spectrum of
responsibilities and challenges that face
administrative professionals.
☺ Whether greeting visiting clients,
drafting memos or dealing with office
politics, you'll want to stay sharp,
keeping the ultimate goal in mind -
administrative excellence.

After developing the KeyPoints outlined in this publication, you should
mainly be able to:
☺ maintaining professionalism.
☺ creating a positive work environment.
☺ avoiding office politics.
☺ demonstrating interpersonal skills.
☺ managing telephone calls.
☺ handling rudeness.
☺ greeting clients and visitors.
☺ demonstrating formal communication
Learning Objectives:

☺ (Section 1) Getting Started -Administrative Support
☺ (Section 2) Overview to Effective Business Communication
☺ (Section 3) Using Effective Business Communication
☺ (Section 4) Administrative Functions
☺ (Section 5) Advancing Your Administrative Career
The Effective Administrative
Support Professional - Sections list:

The Effective Administrative Support Professional - Summary
☺ Today's office setting is high-tech and fast-paced.
Successful administrative support professionals must keep
up with the requirements of the modern-day office
environment.
☺ As administrative assistant you'll experience the full
spectrum of responsibilities and challenges that face
administrative professionals.
☺ Whether greeting visiting clients, drafting memos or
dealing with office politics, you'll want to stay sharp,
keeping the ultimate goal in mind--administrative
excellence.

(Section 1) Getting Started - Administrative Support – Summary
☺ The skills needed to fulfill the requirements of today's
administrative support professionals are numerous.
☺ Day-to-day, they must be flexible as they work in an ever-
changing business environment. They must use interpersonal
skills that help them deal effectively with clients, visitors,
and other office professionals.
☺ They must also manage their time effectively to function
successfully.
☺ These KeyPoints take you through the process of managing
your own professional productivity. You will learn about the
changing role of the administrative support professionals,
the professional practices common to business offices, and
the time-management skills that will help you accomplish
more tasks in less time.

(Section 1) Getting Started - Administrative Support –
HighPoints
 The Ever-changing Business Office Interacting with Others
 Professionalism in the Office
 Time Management

(Section 1) HighPoints - The Ever-changing Business Office Interacting
with Others
☺ identify the benefits of developing skills for the ever-
changing business office.
☺ identify the changing roles of administrative support
professionals, look for examples.
☺ identify the necessary skills for future success as an
administrative support professional.

(Section 1) HighPoints - Professionalism in the Office
☺ recognize the benefits of using professional conduct in the
workplace.
☺ choose the best options for creating a positive work
environment.
☺ choose the best options for avoiding office politics.
☺ use key techniques for effective interpersonal skills.
☺ choose the best options for handling workplace stress.
☺ respond effectively to a rude individual.

(Section 1) HighPoints – Time Management
☺ choose the benefits of using effective time management.
☺ choose the best options to avoid wasting time in the
workplace.
☺ determine if all steps of a time management plan are
followed.
☺ choose the best options for effectively handling
interruptions in an office environment.

(Section 2) Overview to Effective Business Communication – Summary
☺ Calvin Coolidge said, "No one ever listened themselves out
of a job." Furthermore, you could say that "No one ever
communicated themselves out of a job".
☺ Understanding business communication is foundational to
being an effective administrative support professional.
☺ Therefore, learn about the business communication process
and techniques for effective communication such as
listening effectively and sending messages.
☺ Developing the KeyPoints here will guide you to become
successful in today's fast paced business world.

(Section 2) Overview to Effective Business Communication -
HighPoints
 Business Communication
 Communicating Your Message
 Types of Business Communication

(Section 2) HighPoints - Business Communication
☺ identify the benefits of understanding business
communication.
☺ match communication process components to their
corresponding.
☺ identify the flow of business communication.

(Section 2) HighPoints - Communicating Your Message
☺ recognize the importance of clearly communicating your
message.
☺ determine if the steps for preparing for communication are
well followed.
☺ determine whether the guidelines for sending messages are
truly applied
☺ determine whether effective listening skills are used.
☺ determine the barriers to effective communication.

(Section 2) HighPoints - Types of Business Communication
☺ identify the advantages of understanding different types
of communication.
☺ determine if effective verbal and non-verbal communication
was used.
☺ identify when to use formal communication.
☺ use formal communication.
☺ identify examples of when to use informal communication.
☺ use informal communication.

(Section 3) Using Effective Business Communication – Summary
☺ Someone walks into your office and tells you that the ten
important packages you couriered have safely arrived in
Cambridge, USA.
☺ Unfortunately, they were supposed to go to Cambridge,
England. This is an announcement no one wants to hear.
☺ These KeyPoints are designed to help you use effective
business communication as an effective administrative
support professional.
☺ Develop knowledge about etiquette in the workplace,
telephone communication, and written business
communication.
☺ If developed, the KeyPoints in this section will provide you
with tools to become a successful administrative support
professional.
☺ You will learn how to disseminate information efficiently
and effectively.

(Section 3) Using Effective Business Communication - HighPoints
 Business Greeting Etiquette
 Telephone Communications
 Written Business Communications

(Section 3) HighPoints - Business Greeting Etiquette
☺ recognize the advantages of using proper formal business
greeting etiquette.
☺ apply the guidelines to greet clients and visitors
effectively.
☺ apply the guidelines for performing formal introductions.

(Section 3) HighPoints - Telephone Communications
☺ recognize the benefits of effective telephone
communication techniques.
☺ follow the guidelines for making a telephone call, in a
business situation.
☺ identify the telephone speaking guidelines.
☺ apply the techniques for managing telephone calls
☺ apply the guidelines for telephone based messaging, in a
given business situation.

(Section 3) HighPoints - Written Business Communications
☺ recognize the benefits of effectively writing business
communications.
☺ organize the steps involved in a business writing task.
☺ identify presentation style elements of formal reports.
☺ match the components of the formal report with samples
of information.
☺ match e-mail writing conventions with given actions.
☺ identify the transcription guidelines.

(Section 4) Administrative Functions – Summary
☺ Administrative support professionals are the central
nervous systems of an office.
☺ Their responsibilities are numerous and vital to the
operation of their organization.
☺ Knowing the best ways to perform office functions will
enable administrative support professional to complete
their responsibilities efficiently and effectively.
☺ Expend the KeyPoints here will present you with
information that will help you succeed at your job.
☺ This will show you how to manage records, make business
travel arrangements, and organize conferences and
meetings; also will introduce you to the automated office
environment.
☺ Your career as an administrative support professional will
benefit from the knowledge and skills to be developed in
"Administrative Functions".

(Section 4) Administrative Functions – HighPoints
 Managing Records
 Business Travel Arrangements
 Conferences and Meetings
 Using the Automated Office Workstation

(Section 4) HighPoints - Managing Records
☺ identify the benefits of using a records management
system.
☺ match the appropriate stage of a records management life
cycle to its description.
☺ use the alphabetic, numeric, and alphanumeric classification
systems to sort given records.
☺ determine if all the basic steps for filing are followed.

(Section 4) HighPoints - Business Travel Arrangements
☺ identify the benefits of knowing how to effectively plan
business travel.
☺ choose the best course of action for planning a business
trip.
☺ identify the main considerations for international travel
that go beyond regular business trip arrangements.

(Section 4) HighPoints - Conferences and Meetings
☺ identify the value of knowing how to plan and participate in
business conferences and meetings.
☺ determine if an administrative assistant followed the
proper steps for planning a meeting or conference.
☺ identify the key techniques for recording meetings.
☺ use key techniques for participating effectively in a
meeting.

(Section 4) HighPoints - Using the Automated Office Workstation
☺ identify the value of knowing how to use an automated
workstation.
☺ recognize the stages for processing information in an
automated office.
☺ match the applications software to its description.
☺ identify the most effective options for organizing a
workstation.

(Section 5) Advancing Your Administrative Career – Summary
☺ Getting a position as an administrative support professional
is a great accomplishment. However, have you considered
what your next move should be?
☺ The present KeyPoints, if developed, will guide you on how
to advance on the job, by providing you with important
information about having a professional image and a
successful attitude.
☺ You could learn valuable leadership skills and methods for
motivating others. You may gain essential problem solving
skills and learn strategic guidelines for managing your
career.
☺ Putting in your eight hours is one thing, but advancing your
administrative career is another.
☺ You can make the most of your administrative career by
searching for new challenges and opportunities to grow.
These KeyPoints could show you how.

(Section 5) Advancing Your Administrative Career - HighPoints
 A Successful Attitude
 Leadership Skills and Styles
 Problem-solving Skills
 Your Career Path

(Section 5) HighPoints - A Successful Attitude
☺ identify the benefits of having a successful attitude.
☺ choose the best course of action that shows
professionalism, in a given scenario.
☺ apply the guidelines for big picture thinking, in a given
scenario.
☺ apply the guidelines to demonstrate a constructive
attitude, in a given scenario.

(Section 5) HighPoints - Leadership Skills and Styles
☺ identify the value of knowing about leadership skills and
styles.
☺ identify main characteristics of a successful leader.
☺ match the leadership style to its description.
☺ follow the rules for motivating others.

(Section 5) HighPoints - Problem-solving Skills
☺ identify the benefits of knowing how to effectively solve
problems.
☺ determine whether problem-solving steps were applied
ever.
☺ match the problem types to examples of the main barriers
to their solutions.
☺ match each technique for encouraging creative solutions to
problems to its description.

(Section 5) HighPoints - Your Career Path
☺ identify the value of knowing how to manage your career
path.
☺ determine whether the steps for managing a career are
applied when required.
☺ identify the guidelines for advancing in a company.
☺ identify the criteria for portraying a professional
appearance.

The Effective Administrative Support Professional - Conclusion
At this point you should be able to be familiar with the
following:
 Be aware of overall effective business communication
 Use effective business communication in the appropriate
situation
 Applying administrative functions
 How to advance your administrative career

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Effective Administrative Support

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